Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Energetic and driven Customer Relations Leader offering 16-year record in professional client and agent support. Expertise in coordinating 15-member customer service team and developing programs to enhance proficiency and productivity. Innovative leader with strengths in communication and collaboration. Adept at managing concurrent objectives to elevate efficiency and influence positive outcomes.

  • Leadership skills
  • Team building, coaching, and training
  • Agent performance reporting
  • Process development and optimization
  • Policies and procedures implementation
  • File and data integrity
  • Time and organization management
  • Meticulous attention to detail
  • Written and Verbal Communication
  • Escalation and conflict resolution
  • High-energy, friendly, and positive attitude
  • Telecommunications regulations knowledge
  • MS Office Suite
  • Extensive knowledge of multiple Customer Relation Management (CRM) and Telecommunication Billing Systems
Mobile Activation Coordinator III, 2017 - Current
Spectrum Communications City, STATE,
  • Maintained superior knowledge of Spectrum Mobile services, processes, and procedures.
  • Analyze and resolve Local Number Portability (LNP) exceptions and complex activation issues.
  • Identify, record, and resolve trends and opportunities resulting in system outages and known defects.
  • Collaborate between customers and other telecommunication carriers to expedite orders and meet customer demands.
  • Served as delegated liaison between management and employees by handling supervisor escalations, agent questions, and helping resolve sophisticated work-related problems.
Provisioning and Activation Coordinator II, 2013 - 2017
Spectrum Communications City, STATE,
  • Resolve E911 database exceptions. Ensuring customer addresses are MSAG compliant by utilizing Master Street Address Guides, Intrado database, county GIS mapping tools, and by contacting county officials.
  • Demonstrated data integrity for all home phone transactions.
  • Resolved order entry fallouts in SOA and GUI; DPOs, LSRs, and PRVs.
  • Originated departmental training documents to assist and implement processes.
  • Awarded Employee of the Quarter in 2014.
Lead Senior Customer Service Specialist, 2005 - 2013
Bright House Networks City, STATE,
  • Broad skills in educating agents achieve exceptional levels of customer service and ensured achievement of corporate goals. Provided one on one guidance offering effective corrective action.
  • Handled client inquiries and escalations with exceptional professionalism and enthusiasm.
  • Utilized RTA (Real Time Adherence) and CMS (Customer Management System) to optimize and exceed call center service level, productivity, and adherence.
  • Monitor and key all schedule-related discrepancies and requests through Aspect.
  • Design and update training and reporting documents, improving departmental processes.
Education and Training
High School Diploma: , Expected in 05/2000
South Lake High School - Groveland, FL,

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School Attended

  • South Lake High School

Job Titles Held:

  • Mobile Activation Coordinator III
  • Provisioning and Activation Coordinator II
  • Lead Senior Customer Service Specialist


  • High School Diploma

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